考研英語(yǔ)（閱讀）模擬試卷647

考研英語(yǔ)（閱讀）模擬試卷647

一、閱讀（常規(guī)閱讀理解）（本題共20題，每題7.0

分，共20分。）

Superiorcustomerservicecanbeanessentialsourceofstrengthascompaniesemerge

fromtherecession,butmanagersneedtounderstandtheextenttowhichtheconsumer

landscapehasshifted.Weakenedbrands,customers1easyaccesstoinformationabout

vendors,andtheerosionofbarrierstoswitchingamongcompetitorshavecombinedto

createamuchmorechallengingenvironmentforservice,whetherit'soutsourcedor

deliveredin-house.Evidenceshowsthatcustomerswillnolongertoleratetherushedand

inconvenientservicethathasbecomealltoocommon.Instead,theyarelookingfora

satisfyingexperience.Companiesthatprovideitwillwintheirloyalty.Ourrecent

researchdemonstratesthatwhencustomerscontactcompaniesforservice,theycaremost

abouttwothings:Isthefrontlineemployeeknowledgeable?Andistheproblemresolved

onthefirstcall?Yetthosefactorsoftenaren'tevenoncustomer-servicemanagers'

dashboards.Mostservicecenterscontinuetomeasuretimeonholdandminutespercall,

astheyhavefordecades.Suchmetricsencourageagentstohurrythroughcalls一

resultinginjustthekindofexperiencecustomersdislike.Morethanhalfofthecustomers

wesurveyedacrossindustriessaythey'vehadabadserviceexperience,andnearlythe

samefractionthinkmanyofthecompaniestheyinteractwithdon'tunderstandorcare

aboutthem.Onaverage,40%ofcustomerswhosufferthroughbadexperiencesstop

doingbusinesswiththeoffendingcompany.Togetabetterunderstandingofwhat

customersexperience,managersshoulddrawonavarietyofinformationsources,

includingcustomersatisfactionsurveys,behavioraldatacollectedthroughself-service

channels,andrecordedcustomeragentconversations.Inaddition,companiesmustrevise

processestogiveagentstheleewayandauthoritytomeetindividualcustomers'needsand

providepositive,satisfyingexperiences.Inevaluatingservice,managersshouldmeasure

acrossallchannelsthepercentageofcustomerproblemsresolvedwithinthefirstcontact,

determinewhatisattherootofproblemsthataren'tsettledinonecall,andmakeany

necessarychanges.Theyshouldalsoaimtohaveconsistentlyhigh-qualityinteractions

betweencustomersandfrontlineemployees.Thatmaysoundcostly,butknowledge-

managementsystems,speechrecognitionforautomatedcalls,andothertechnologiescan

helptosubstantiallyoffsettheexpense.Someexecutivesbelievethatirritatedcustomers

willforgivevendorsandcomebackformore.Ourresearchindicatesthat,onthe

contrary,alienatedcustomersoftendisappearwithouttheslightestwarning.Andas

companiesrebuildthemselvesaftertherecession,thissilentattritionrepresentsahostof

lostopportunitiesforfuturesalesandpositivewordofmouth.

1、Providingsuperiorcustomerservicenowismorechallengingmainlybecause

A、companieshavejustrecoveredfromtheeconomicrecession.

B、consumerscaneasilychangevendorsthankstotheInternet.

C、customerspreferservicesdeliveredin-housetooutsourcedones.

D^consumershavecometodemandsatisfyingcustomerservices.

標(biāo)準(zhǔn)答案：D」

知識(shí)點(diǎn)解析：根據(jù)題干morechallenging定位到第一段。其中講到服務(wù)環(huán)境更具挑

戰(zhàn)性的原因，即客戶(hù)在尋求讓他們滿(mǎn)意的體驗(yàn)，D項(xiàng)與之相符，故為答案。

2、ItisindicatedinParagraph2that

A、customerstodayaredemandingandhasty.

B、mostcustomer-servicemanagersarelazy.

C、customerserviceneedchangewiththetimes.

D、customerssurveyeddon'tcareabouttheservice.

標(biāo)準(zhǔn)答案：C

知識(shí)點(diǎn)解析：根據(jù)題干直接定位在第二段。其中進(jìn)一步說(shuō)明客戶(hù)尋求服務(wù)時(shí)最關(guān)心

的兩件事情往往不受重視，客服經(jīng)理所關(guān)心的傳統(tǒng)問(wèn)題恰好會(huì)引發(fā)客戶(hù)的不滿(mǎn)情

緒，故能推斷出C項(xiàng)“客戶(hù)服務(wù)應(yīng)當(dāng)與時(shí)俱進(jìn)”正確。

3、WecaninferfromParagraph3thatcompanies

A、didnotunderstandwhatcustomersexperienced.

B、didnotrecordcustomer-agentconversations.

C、didnotallowagentstoprovideindividualizedservice.

D、didnothaveenoughmoneytocollectinformation.

標(biāo)準(zhǔn)答案：C^

知識(shí)點(diǎn)解析：根據(jù)題干定位到第三段。其中講到公司必須改革程序，賦予客服人員

自由和權(quán)力以滿(mǎn)足個(gè)人客戶(hù)的需要，故C項(xiàng)”公司以前不允許客服人員提供個(gè)性化

服務(wù)”正確。

4、High-qualityinteractionsbetweencustomersandfrontlineemployees

A、cansettletheproblemsatthefirstshot.

B、callforaradicalchangewithinthecompany.

C、shouldbeoneofmanagers'consistentpursuits.

D、aretooexpensiveforacompanytoimplement.

標(biāo)準(zhǔn)答案：C

知識(shí)點(diǎn)解析：根據(jù)High-qualityinteractions定位到第四段。該段第二句明確說(shuō)明，

管理人員應(yīng)該把客戶(hù)和一線(xiàn)客服代表之間持續(xù)高質(zhì)的互動(dòng)作為目標(biāo)，C項(xiàng)是此意的

同義表達(dá)，故為正確答案。

5、Accordingtotheauthor,offendedcustomersaremostlikelyto

A、toleratethevendors'badservice.

B、continuebusinesswiththevendors.

C、warnandaccusethevendors.

D、leaveandswitchtoanothervendor.

標(biāo)準(zhǔn)答案：D

知識(shí)點(diǎn)解析：根據(jù)offendedcustomers定位到最后一段，其中講到“被激怒或疏忽的

顧客往往會(huì)毫無(wú)征兆地消失”，D項(xiàng)與之最為貼切，故為正確答案。

Ifyou'relikemostpeople,you'rewaytoosmartforadvertising.Youfliprightpast

newspaperadsandneverclickonadsonline.That,atleast,iswhatwetellourselves.But

whatwetellourselvesisnonsense.Advertisingworks,whichiswhy,eveninhard

economictimes,MadisonAvenueisa$34billion-a-ycarbusiness.AndifMartin

Lindstrom,authorofthebestsellerBuyologyandamarketingconsultant,iscorrect,

tryingtotunethisstuffoutisabouttogetawholelotharder.lindstromisapractitioner

ofneuro-iTiarketingresearch,inwhichconsumersareexposedtoadswhilehookedupto

machinesthatmonitorbrainactivity,pupildilation,sweatresponsesandflickersinfacial

muscles,allofwhicharemarkersofemotion.Accordingtohisstudies,83%ofallforms

ofadvertisingprincipallyengageonlyoneofoursenses:sight.Hearing,however,canbe

justaspowerful,thoughadvertisershavetakenonlylimitedadvantageofit.Historically,

adshavereliedonjinglesandsloganstocatchourear,largelyignoringeverydaysounds.

Weavethisstuffintoanadcampaign,andwemaybepowerlesstoresistit.Tofigureout

whatmostappealstoourear,Lindstromwireduphisvolunteers,thenplayedthem

recordingsofdozensoffamiliarsounds,fromMcDonald'subiquitous'TinLovin'It"

jingletobirdschirpingandcigarettesbeinglit.Thesoundthatblewthedoorsoffallthe

rest-bothintermsofinterestandpositivefeelings-wasababygiggling.Theother

high-rankingsounds,suchasthehumofavibratingcellphone,anATMdispensingcash,

andetc,werelessprimalbutstillpowerful.Inallofthesecases,itdidn'ttakeaMadMan

toinventthesounds,infusethemwithmeaningandthenplaythemoverandoveruntil

thesubjectsinternalizedthem.Rather,thesoundsalreadyhadmeaningandthustriggered

acascadeofreactions:hunger,thirst,happyanticipation."Culturalmessagesthatgetinto

yournervoussystemareverycommonandmakeyoubehavecertainways,"says

neuroscientistReadMontagueofBaylorCollegeofMedicine.Advertiserswhofailto

understandthatpayaprice.LindstromadmitstobeingmystifiedbyTVadsthatgive

viewersclose-upfood-pornshotsofmeatonagrillbutaccompanythatwithgeneric

janglyguitarmusic.Oneofhisearlierbrainstudiesshewedthatnumerousregions,jump

intoactionwhensuchdiscordanceoccurs,tryingtomakesenseofit.TVadvertisers

aren'ttheonlyoneswhomaystartputtingsoundtogreateruse,retailersarealsocatching

on.LindstromisconsultingwithclientsaboutemployingasimilarstrategyinEuropean

supermarkets.

6、AccordingtoParagraph1,advertising

A、ismainlyseeninnewspapersoronline.

haslittleeffectonmostpeople.

C、isaffectedbyeconomicsituation.

D、hasanimpacthardtoignore.

標(biāo)準(zhǔn)答案：D

知識(shí)點(diǎn)解析：根據(jù)題干直接定位到第一段。該段說(shuō)盡管人們盡量忽略廣告，但廣告

業(yè)依然收益豐厚，并引用林德斯特勞姆的觀點(diǎn)稱(chēng)想不受廣告影響是很難的。故D

項(xiàng)“有難以忽視的影響”為答案。

7、Lindstrom'sstudiesimplythat

A、onlysightisneededforunderstandingadvertising.

B、advertisersregardhearingaspowerfulassight.

C>jinglesandsloganscanbeverypowerfulinadvertising.

D、combiningsightwithhearingcanmakeadsmorepowerful.

標(biāo)準(zhǔn)答案：D

知識(shí)點(diǎn)解析：根據(jù)選項(xiàng)定位到第二段。段末說(shuō)“如果將日常聲音融入廣告，我們可

能就只有束手就擒的份了“，故D項(xiàng)”將視覺(jué)、聽(tīng)覺(jué)融合會(huì)讓廣告更強(qiáng)大”為答案。

8、Whichofthefollowingsoundsisthemostpowerful?

A^McDonald's'TmLovin,It"jingle.

Thesoundofblowingopenadoor.

C^Thegigglingsoundofababy.

D、Thehumofavibratingcellphone.

標(biāo)準(zhǔn)答案：C

知識(shí)點(diǎn)解析：根據(jù)題干中的mostpowerful定位到第三段，文中相對(duì)應(yīng)的詞組是

mostappealstoourear0該段第二句提到，結(jié)果顯示最吸引人且讓人有積極反應(yīng)的

是嬰兒的笑聲，故C項(xiàng)為答案。

9、Totakeadvantageofsoundsinadvertising,it'sbestto

A、inventmeaningfulsounds.

B、usesoundsalreadywithassociations.

C^bestowsoundswithmeaning.

D、playthemrepeatedlytogainmeaning.

標(biāo)準(zhǔn)答案：B

知識(shí)點(diǎn)解析：根據(jù)選項(xiàng)定位到第四段。該段提出聲音并非廣告商強(qiáng)加含義，而是本

身就具備一定意思、并能使聽(tīng)眾自然地產(chǎn)生反應(yīng)，故B項(xiàng)”運(yùn)用本身已具關(guān)聯(lián)性的

聲音”是最佳方法，該選項(xiàng)為答案。

10>Thelastparagraphindicatesthemeaningofasoundoriginatesfrom

A、culturalinfluences.

B、advertisers5reinforcement.

C^ournervoussystem.

D、thesounditself.

標(biāo)準(zhǔn)答案：A

知識(shí)點(diǎn)解析：根據(jù)題干直接定位到最后一段。該段首句提到，進(jìn)入到神經(jīng)系統(tǒng)的文

化信息十分普遍，并且能使人產(chǎn)生某種行為，故A項(xiàng)“文化影響”為答案。

Thatmythicalbeast,homoeconomicus,otherwisecalledEconomicman,isutterlyclear

aboutthepurposeofworktogetpaid.Heiskeeneronleisurethanonwork,andifmoney

canbegotwithoutefiort,hedownstools.Ifrealpeoplefeel(hesame,thenbountifulout-

of-workbenefitsshouldbefoundinthesameplacesaswork-shycitizens.Yetacross-

countrycomparisonofbenefitsandattitudestoworkpublishedonJanuary28thfinds

preciselytheoppositepattern.Researchersranked13countriesaccordingtotheir

generosity(measuredbycomparingtypicalbenefitstothoseoutofworkwiththeaverage

wageofaproductionworker)andtheircitizens'commitmenttowork(gaugedbyasking

whethertheywouldworkiftheydidnotneedthecash,andwhethertheyregardedajob

asmerelyawaytoearnaliving).Theyfoundthatthemoregenerousastateisthekeener

onworkitspeopleare.Britons,whosebenefitswerethestingiest(mostungenerous)after

thosethatAmericansget,wereleastkeenofallonwork.Onereasonmaybetheskills

make-upoftheBritishworkforce.Theresearchersfound,logicallyenough,that

professionalsandgraduatesweremorepositiveaboutworkthantheunskilledandnon-

graduates.FewerBritonsthanNorwegians(whocametoponworkcommitment)have

professionaljobsordegrees.Butthisdocsnotentirelyexplaintheircomparative

immunitytotheattractionsoftoil:Britonsofeverysocialclassandlevelofeducation

werelesskeenonworkthantheircounterpartselsewhere.Couldthe"dependency

culture"currentlyexercisingBritishpoliticiansbesolvedbyraisingbenefits?Unlikely,

saysAlisonPark,editoroftheannualBritishSocialAttitudesReport,inwhichthestudy

appeared:attitudestoworkvaryfromcountrytocountryformanyreasons.Thereport

statesthatthelavishnessofwhatthereportterms"encompassing"states,allNordicwith

Lutherantraditions,mayhavebeenmadepossiblebyastrongworkethic,ratherthana

strongercommitmenttoworkhavingemergedasaresultofit.Andworkincentivesare

affectedbyfeaturesofwelfaresystemsotherthanoverallgenerosity:"corporatist"states

suchasGermany,whichpayhigherbenefitstothosewithalongerworkhistory,maybe

encouragingpositiveattitudestoworkbysuchconditionality.Britain'spoorbenefits,by

contrast,arelargelyindependentofpreviousemployment,whichmaymeantheyareseen

asanalternativetowork,ratherthanasoneofthegoodthingsthatflowfromit.

11、Homoeconomicusischaracterizedas

A、economical.

B、lazy.

C、leisure-obsessed.

D、benefits-driven.

標(biāo)準(zhǔn)答案：D

知識(shí)點(diǎn)解析：根據(jù)Homoeconomicus定位到第一段。其中講到“經(jīng)濟(jì)人”深諳工作的

目的——獲得報(bào)酬，言外之意是其只受利益驅(qū)使，故D項(xiàng)正確。

12^Whatcanbeinferredfromthesecondparagraph?

A、Thekeeneronworkitspeopleare,themoregenerousastateis.

B、Peoplewhoarekeenonworkwillmaketheirstategenerous.

C、ThebenefitswhichBritonsgetwerethestingiest.

D、AmericansgotstingierbenefitsthanBritonsdid.

標(biāo)準(zhǔn)答案：c」「

知識(shí)點(diǎn)解析：答案在第二段。最后一句話(huà)提到“英國(guó)人緊隨美國(guó)人之后，獲得的福

利最微薄”，故C項(xiàng)正確。

13、Bysaying"theircomparativeimmunitytotheattractionsoftoil"(Line4,Paragraph

3),theauthormeans

A、Britonsarehealthyenoughnottofeelill.

B>Britonshavegoodimmunesystem.

C>Britonsarenotkeenonwork.

D^Britonsareafraidofhardwork.

標(biāo)準(zhǔn)答案：c

知識(shí)點(diǎn)常析：答案在第三段第五行。該句中冒號(hào)后面的內(nèi)容是對(duì)前半句的解釋?zhuān)?/p>

“每個(gè)社會(huì)階層，每個(gè)教育層次的英國(guó)人對(duì)工作都更缺乏熱情”，因此C項(xiàng)正確。

14、AccordingtotheBritishSocialAttitudesReport,"encompassing"stalesare

generousdueto

A^thedependencyculture.

B>astrongworkethic.

C^theriseofbenefits.

D、variousworkingattitudes.

標(biāo)準(zhǔn)答案：B

知識(shí)點(diǎn)解析：考查因果細(xì)節(jié)。根據(jù)"encompassing"s【ates定位到第四段。根據(jù)原文中

lavishness...havebeenmadepossibleby…可知by后的內(nèi)容即為答題信息點(diǎn)。主要涉

及對(duì)ratherthan詞組的理解：否定它后面的，肯定前面的astrongworkethic,因此

B項(xiàng)正確。

15、Germanyismentionedinthelastparagraphtoshowthat

A、Germanypayshigherbenefitstothosewithalongerworkhistory.

B、corporatiststateslikeGermanyprovidebetterbenefitsthanBritain.

C、welfaresystemisalsolikelytoinfluenceworkincentives.

D、Germanyencouragespositiveworkattitudesbypayinghigherbenefits.

標(biāo)準(zhǔn)答案：c

知識(shí)點(diǎn)解析：考查例證細(xì)節(jié)。德國(guó)的例子表明“工齡較長(zhǎng)的人能獲得更好的福利”，

這實(shí)際上是為了說(shuō)明該段中心句“工作的動(dòng)力還會(huì)受到福利體制的特點(diǎn)影響因此

C項(xiàng)正確。

Theclean-energybusinessisturningintothenextbiginvestmentboom,inwhichrisks

arelightlyignored.Untilrecently,recallsCharlieGay,a30-yearveteranofthesolar-

powerbusiness,venturecapitalistswerefartoobusycateringtocaptainsofthe

information-technologyindustrytowastetimeon"hippy-dippytree-huggers"like

himself.Butnowthetree-huggersareintheascendantandtheITbaronsarebusy

investinginclean-energytechnology.Investorsarefallingoverthemselvestofinance

start-upsincleantechnology,especiallyinenergy.VentureBusinessResearchreckons

thatinvestmentinthefieldbyventurecapitalistsandprivate-equityfirmshasquadrupled

inthepasttwoyears,fromsome$500min2004toalmost$2billionsofarthisyear.The

shareofventurecapitalgoingintocleanenergyisrisingrapidly.Clean-energyfeveris

beingfuelledbythreethings:highoilprices,fearsoverenergysecurityandagrowing

concernaboutglobalwarming.Theprovisionofenergy,theindustry'scheerleaderssay,

willchangeradicallyoverthecomingdecades.Pollutingcoal-andgas-firedpower

stationswillgivewaytocleaneralternativessuchassolarandwind;fuelsderivedfrom

plantsandwastewillreplacepetrolanddiesel;andsmall,localformsofelectricity

generationwillreplacebigpowerstationsfeedingfar-flunggrids.Eventually,itishoped,

fuelcellsrunningonhydrogenwilltaketheplaceoftheinternalcombustionengine

whichisavailableeverywhere.Itisaboldvision,butifithappensveryslowly,oronlyto

alimitedextent,boostersarguethatitwillstillprompttremendousgrowthforfirmsin

thebusiness.Analystsconfidentlypredicttheclean-energybusinesswillgrowby20-30%

ayearforadecade.Jef-feries,aninvestmentbankthatorganizedarecentconferenceon

theindustryinLondon,askedparticipantshowsoonsolarpowerwouldbecome

competitivewithold-fashionedgenerationtechnologies:in2010,2015or2020.About

three-quartersofthosepresent,onevisitorhappilyobserved,were"cheque-writers".This

"megatrend",thekeynotespeakeradvocated,"maybethebiggestjob-andwealth-

creationopportunityofthe21stcentury."Suchexaggerationmightremindpeopleof

dotcombubble.Butclean-energyadvocatesinsistgrowthissustainablebecauseofthe

likesofMr.Schwarzenegger.TheGovernorisaheroingreencirclesbecauseofhis

enthusiasmforenvironmentalregulation.Heeasilywonre-electionpartlybecausehe

seizedonglobalwarmingasaconcernandsignedintolaw一America'sfirstwide-

rangingschemetocapgrccnhousc-gasemiss